New features augment digital and print
communications to reach new audiences and expedite digital
transformation
Pitney Bowes Inc. (NYSE: PBI), a global technology company that
provides innovative products and solutions to power commerce, today
announced the launch of five new Communicate capabilities to help
organizations reach and engage consumers at every step of their
interaction with a brand. The latest iteration of the Communicate
solutions takes advantage of emerging modern technologies to
empower companies to ramp-up customer experience in dramatically
new and differentiating ways.
According to a recent Walker report, by the year 2020 customer
experience will overtake price and product as key brand
differentiators. For years, organizations have been challenged to
deliver consistent experiences across physical, digital and mobile
channels, and with emerging trends like Artificial Intelligence
(AI) and Conversational UIs, an additional layer of complexity is
challenging brands’ customer experience strategies.
"Most companies today understand the importance of competing
around customer experience, which means implementing strategies and
solutions to communicate with people wherever they engage with
brands,” said Richard Snow, VP & Research Director of Customer
& Contact Center Research at Ventana Research. “To accomplish
this, organizations will increasingly turn to technology for
delivering personalized, data-driven experiences across every
physical and digital channel.”
“In the Digital Age, consumers interact with brands in a variety
of ways, and they’ve shown a willingness to shift loyalties away
from organizations that do not provide great, consistent
experiences at every one of those touchpoints,” said Chris Hall,
Vice President of Customer Engagement Solutions, Pitney Bowes. “The
new updates and features within our Communicate portfolio will help
clients keep pace and adapt to evolving customer preferences as new
engagement channels and technologies emerge.”
First launched in 2016, Pitney Bowes’ Communicate solutions are
designed specifically to help marketers, customer service and
customer experience executives deliver tangible improvements in
customer engagement with technology that dynamically guides
personalized interactions across all channels. The new
capabilities, which include innovations for digital engagement as
well as physical communications, have been developed in direct
response to customer feedback, evolving client needs and the
changing digital landscape. They include:
EngageOne Video (EOV) v2.3 is an
award-winning solution that combines video with user data to
deliver interactive, personalized video to help brands enhance
customer engagement, scale expert interaction without the overhead
and reduce call center costs. Through a new partnership with Rapt
Media, clients across Telecommunications, Insurance, Utilities and
Financial Services industries can now access four video templates
to expedite the return on investment in just 21 days. The analytics
and feedback generated through deployment allows companies to learn
and adjust before investing in a fully customizable solution with
the EOV platform. EOV has most recently received global recognition
for customer excellence and service through accolades from the
European Contact Centre Service Awards (ECCCSAs), POST’s Digital
Insurance Awards, FS Tech Awards, and the Xplor France Awards.
EngageOne Digital Designer v2.0
provides a simple yet powerful browser-based interface that lets
anyone create and deliver email, SMS and push notifications using
interactive and dynamic content optimized for display on any
device. Using interactive templates and drag-and-drop tools,
business users can quickly create more engaging and responsive
customer communications through better design, non-delivery
handling, dashboard reporting capabilities, and template import and
export capabilities.
EngageOne Communications Suite v4.4
enables clients to design and deliver engaging and personalized
real time and batch multichannel communications to their customers.
In the latest release of the EngageOne Suite, users can embed
interactive video content in their print and digital
communications. Other notable features include updates to EngageOne
Interactive, to allow users to complete their templates across an
expanded roster of compatible web browsers, such as Google Chrome
and Firefox, and faster processing of Batch and On Demand
communications.
EngageOne Output Manager v3.0
optimizes document workflow and frees users from the limitations of
proprietary vendors and data streams with robust print management.
In this update, we are including a new optional module, EngageOne
Accessibility that allows users to ingest PDF communications,
create the necessary accessible tags for output, and archive
communications during the production workflow. This allows
communications to be available to visually impaired customers and
employees on their assistive devices.
MAIL360 v4.0 collects electronic mail
event data from the United States Postal Service (USPS™), automates
translation of USPS event data and matches it to your business data
using a standardized format. This enables companies to track and
trace delivery of each mail piece, and gain visibility for both
in-home delivery dates and undeliverable-as-addressed (UAA) mail.
MAIL360 is introducing a new feature called Return Mail Workflow,
which uses an automated process for reviewing and reconciling
delivery addresses to reduce both the number of undeliverable
addresses applied to outgoing mail, and the costs that arise from
customer communications over undelivered mail.
To help bring these technologies to market, Pitney Bowes has
joined forces with several technology partners, including
PointSource, Rapt Media and Document Dialog to help accelerate
client digital transformation initiatives.
“Digital transformation is disruptive to the point of making
organizations obsolete. To remain relevant in today’s evolving
landscape, companies that weren’t born digital have no other option
but to embrace digital, and start leveraging it as part of their
business strategy,” says Mike Chadwick, Head of Business
Development, PointSource. “An organization’s success comes down to
two things: personalization and context. Our partnership with
Pitney Bowes provides organizations with technology solutions that
can deliver context through proprietary data to engage and
communicate better through personalized offers and messaging.”
Document Dialogue and several clients, including TRACK Colombia,
Geoffrey Insurance and Delta Lloyd Group have already begun
deploying the new Communicate features:
“The new multi-component deployment within the EngageOne
Communication Suite allows customers more flexibility, while at the
same time reducing the maintenance effort,” said Adrie Vlutters,
Senior Consultant, Document Dialogue. “The scripted installation
allows quick and easy adaptation to changing infrastructural
landscapes. This adds to an already quite flexible communication
generation environment.”
“This is the future of marketing. Compelling digital content
that gathers intelligence from the customer helps us create
relevant campaigns that maximize customer engagement,” said María
Alejandra Mora, Head of TRACK Colombia. “With the digital
transformation of our marketing services, global brands will deploy
relevant campaigns that deliver measurable results and ROI quickly.
We look forward to leading the way with these customer engagement
technologies from Pitney Bowes.”
“Our business thrives on excellent customer service, which is
why it’s critical that we are consistently using technologies that
drive engagement in personalized and interactive ways,” said Paul
Baxter, Head of Geoffrey Insurance Services. “Lengthy, print car
and van insurance policies are complex and can be a challenge to
understand. Pitney Bowes EngageOne Video has given us the power to
augment print communications and deliver a digital experience that
truly matters to our customers and to our business.”
“The full stack, Groovy scripted installation within the
EngageOne Communication Suite, is a major improvement,” said Paul
Vogelaar, Architect, Delta Lloyd Group. “The convenience of being
able to edit a single properties file to configure an environment,
saves substantial time. The ability to edit this properties file to
change some parameters distinguishing between acceptance test
and production environments, greatly improves the promotion
process.
About Pitney Bowes
Pitney Bowes (NYSE: PBI), is a global technology company
powering billions of transactions – physical and digital – in the
connected and borderless world of commerce. Clients around the
world, including 90 percent of the Fortune 500, rely on products,
solutions and services from Pitney Bowes in the areas of customer
information management, location intelligence, customer engagement,
shipping, mailing, and global ecommerce. And with the innovative
Pitney Bowes Commerce Cloud, clients can access the broad range of
Pitney Bowes solutions, analytics, and APIs to drive commerce. For
additional information visit Pitney Bowes, the Craftsmen of
Commerce, at www.pitneybowes.com.
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version on businesswire.com: http://www.businesswire.com/news/home/20170509005159/en/
Pitney Bowes Inc.Emily Simmons, 843-467-1071Manager External
RelationsEmily.simmons@pb.com
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